Christopher Brown
Dr Chris L. Brown
Dr Chris L Brown is the co-founder of the MRI Benchmark SaaS business and a customer-centric leader, culture, and strategy expert. His award-winning book “The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance.” is published by McGraw-Hill, New York. Chris is part of Harvard Business School’s global faculty for Customer-Centric Organizations. He has contributed to the Harvard Business Review, Strategy and Leadership, and CEO Magazine. He is the host of The Relentless Customer Leader Podcast. Chris received his Doctorate from Pepperdine University in Malibu.
Great Customer Experiences
We so often hear the negative customer experiences, they are the ones that grab attention, we are shocked!, appalled! but riveted by hearing...
The customer focused CFO
Congratulations to John Stanhope, recognized as this year's CFO of the Year in Australia at the CFO Dealbook Awards for 2011 , an event...
A “wow” customer experience in the middle of the Indian Ocean
My father, Linden recently spent a week at Le Touessrok Hotel Resort in Mauritius to unwind and get away from the cares of the...
Are you focused on your customer’s profit producing behaviors?
Do you know which of your customers are profit producers? It's a great way to think about that core group of customers that really drive...
The only metric that matters to customer focused businesses – Lifetime Value
I was recently asked by a client, “if you could only have one measure to manage your business, what would it be?”. I quickly...
How to get the CFO on marketing’s side
I recently ran a session in Chicago on Strategic Return on Marketing Investment (ROMI) and one of the questions that came up during the...
Part 1: Understanding Lifetime Value of Customers
This is a simple business concept that is not necessarily that widely known. Intuitively we understand that customers that are loyal and keep coming...
The 5 Crucial Questions you must answer about your customers
There are 5 crucial questions every leader must answer about their customer base: 1. Which customers are your most valuable and why? 2. Which customers…
Customer Focused Executives Lead by Example
Telstra Executives spend a day in the call centerIt was great to see the leadership of one our largest clients take action recently by...
Using Video to drive better communication with your customers
Video has a lot of my mind-share right now, it is increasingly becoming a powerful tool for businesses of all sizes to provide insight...
Energizing your employees with internal marketing – Part 2
This is part 2 of an interview with Sybil F. Stershic, an expert on internal marketing. (Click here for Part 1) 3. As marketers, how...
Energizing your employees with internal marketing – Part 1
Sometimes we forget how great customer experiences are created. They are the result of employees that really care passionately about making a difference and...
Yesterday’s customers
Adam Hartung recently wrote about the costs involved in essentially defending the status quo. In the below chart it clearly shows Microsoft investing significant...
Starting the customer culture journey Step 1
Creating a customer focused culture sounds so simple, so basic, so fundamental and yet most companies never quite get there. To be sure it...
How to use competitive intelligence to win business
I recently held a great webinar with Sean Campbell of Cascade Insights on gaining deeper competitor understanding to improve decision making. As a follow-on I...
How Oracle translates customer insight into revenue
Jeremy Whyte, director of customer feedback and reporting at Oracle, recently wrote about details of Oracle's extensive "Voice of the Customer" research program. "Oracle's 300,000...